Sytner JLRS Division
Ian Bennett (right), Head of Business, congratulating Meena Ghia.
Jaguar Land Rover Ascot Service Centre
Award Nominee, September 2023
Meena was nominated for September’s Making It Special following great feedback from one of our customers.
Well done Meena!
Good morning, MeenaI hope your weekend was kind and you’ve escaped the worst of the rain?First and foremost, thank you so much for looking after my F-Pace – everything seems fine so, happy days!But, the main reason for my mail is to say a sincere thank you for your kindness, professionalism and just being a great person.We run a service operation here and I know how trying and stressful the customer facing positions can be and that those roles need a special type of person – we rarely see great customer service in the UK so it should be promoted when we do.Thanks again, Meena – have a great weekWith kind regardsDavid
– Mr D. Parfitt
John Taylor (right), Parts Manager, congratulating Sam Lilly.
Award Winner, September 2023
We would like to nominate Sam Lilly for our ‘September’ Making It Special Award as he has unquestionably illustrated the meaning of ‘Going that Extra Mile’ for both our business as well as for several of our customers over the past few months!
In light of the immense challenges we have faced with the availability of parts Sam reassessed the adopted process for parts back orders and then developed a better, more streamlined system which has now been adopted within our dealership. This new process involves urgent sourcing parts from other JLR dealerships and organising collections which has resulted in us receiving back order parts quicker than if we would have waited to received them from the JLR factory. There are at least 50+ examples where this new process has resulted in customers vehicles being repaired and returned a lot quicker than it would otherwise have been.
In addition to this, Sam proved to be an absolute star and unequivocally went out of his way and beyond anyone’s normal course of duty when he diverted his journey via Sytner JLR Northampton on a break with his girlfriend to London in order to collect an outstanding part required for one of our customer’s vehicle’s!
Our whole management team believe he is to be recognised for the initiative he has shown and for all the hard work and the extra hours he invested into making this new process a success.
Phil Watson (right), Service Manager, congratulating Rob Allard.
Award Nominee, September 2023
Rob Allard is one of our team of Drivers, who has really stepped up in the last few weeks, by coming in early morning and moving vehicles so that we have the space for customers to park when they arrive.
Due to the ongoing building work we are very limited for spaces and every morning we have to play find a space!
Rob has been a great help with this along with a vast number of other little jobs that are always cropping up, like some ground maintenance or spot of gardening, always willing to lend a helping hand, with a smile.
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating AMY BEARDSHALL.
Award Nominee, September 2023
Amy is always surprising and delighting her clients but we thought these two exceptional handovers’ delivering that extra personalised touch were well worthy of Making It Special.
Amy learned that her new clients had purchased a new Range Rover Evoque for their daughter’s 21st Birthday as a surprise and in order to make the handover extra special, Amy purchased a personalised Happy 21st Birthday Banner in readiness and also tied the whole vehicle up with a matching fabric bow and bouquet of flowers which looked fantastic all of which she purchased herself. The handover to say the least was pretty spectacular and her clients were amazed.
Earlier the week prior to this, Amy also had new clients to handover to who were based an hour’s drive away from Ayr in Scotland. They chose Amy and Land Rover Wakefield after reading our Google Review’s of Amy and even though Amy had said she would personally deliver their new vehicle to Scotland they decided to travel down and stay over night in a hotel. Amy immediately offered to collect her new clients from their hotel on the morning of handover and said they have never had such a wonderful handover experience on any of their other vehicles over the years.
All in all, a double Making It Special, well done Amy!
Bev Muston (right), Body Shop Manager, congratulating Christa Fisher.
Award Nominee, September 2023
Christa is a hard worker, dedicated, kind and willing person. Christa has repeatedly shown how to go over and beyond within our Bodyshop department. Christa’s supervisor was away from the business for a while and she has maintained stability and motivation within the team during his absence.
Thank you Christa for being you.
Mike Tyson (Centre) (right), Head of Business, congratulating Matthew Hall / Maxine Broom.
Award Nominee, September 2023
We had a customer who had broken down in her Discovery Sport that she had only collected from us 2 days before.
Matt and Maxine went to collect the car as the customer didn’t have her driving licence for us to loan her a car.
Once we had looked at the issue with her car the parts required were on back order so we needed the car longer than we originally thought and the customer needed a car for the weekend.
It was 3pm on a Friday when we managed to get a copy of the customers driving licence and Maxine had already gone home but came back into work to take a loan car to the customer in York.
Matt and Maxine went out of their way to make sure we maintained a good relationship with the customer and didn’t get home until after 7pm.
Thank you both for going the extra mile!
Richard Kocinski (right), Workshop Controller, congratulating Nick Calvey.
Award Nominee, September 2023
Nick went above and beyond with a customer who really needed their car with a tow bar to take his family on holiday.
Nick came in at 6:45am to deliver the customer’s car back to their house in Weston-Super-Mare before he even started his full working day. The customer was over the moon with the service provided.
Since then Nick has built an excellent repour with the customer who gives us 10 star service every time he comes into the dealership. I feel Nick always goes the extra mile for staff and is an asset to the breakdown team 🙂 along with giving every customer first every time.
Ian Bennett (left), Head of Business, congratulating Dan Weeks.
Award Nominee, September 2023
Dan has been helping out in Parts while we have been short staffed and although he is a Technician and not a Parts Advisor, he has got on with the job and learned a lot very quickly. The Parts team are really very appreciative of how much he has been able to help out, as are the rest of the dealership, and he should be proud of the job that he is doing.
Andrew Potgieter (left), Head of Sales, congratulating Keith Dadds.
Jaguar Land Rover South West London
Award Nominee, September 2023
Making it special in September
Our worthy winner of Making it special goes to Keith Dadds. Keith only joined us recently, into the SWL family, in his role as a Mobile Technician. He has fully embraced this role and since he has joined there has only been raving reviews flying in. Feedback has come through Google and Trust Pilot and also helping support the Service Voice of Customer Scores.
Words that have been used to describe him include friendly, polite, very knowledgeable, professional, punctual, helpful, offers first class service.
Thank you Keith for your commitment to delivering excellence and making it really easy for clients to do business with us. Keep those reviews flying in ..
